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Auto Repair Shop Coaching Library

Forgetful Fred

Auto Repair Management SOP Can Fix Forgetful Staff Problems

Image by Gerd Altmann from Pixabay

Have you heard the story about Forgetful Fred? Maybe you have had problem employees like Forgetful Fred. If you’ve been in business for a while, the chances are good that you have at some point.

He kept forgetting to come to work on time. Then, he kept forgetting to call the customers when promised.

He kept forgetting to update the WorkFlow Board. Then, he kept forgetting to deposit his check each week.

He kept forgetting to GO FOR NO with each customer.

Go For No Questions For Problem Employees

In our GO FOR NO workshops, we detail how to deal directly with the Forgetful Freds working within our team. If you’re not already signed up for the training offered by You Net Results, we will discuss this topic at length.

For a minute, we invite you to pay attention to the various things that could be affecting Forgetful Fred’s behavior. Ask yourself — or go directly to the Forgetful Freds in your life and ask them — the following questions:

  1. Is there something going on at home that is affecting performance?
  2. Are they getting enough sleep?
  3. Is there an underlying health issue that we may or may not know about?
  4. Is this person usually eager and motivated?
  5. Does this person show signs of a stroke, dementia, or heart issues?
  6. Is this person mourning the loss of something?
  7. Are you providing a supportive and safe work environment for this individual?
  8. Could this person be getting bullied or abused at work or elsewhere?

Problem Employees? Check Your SOPs!

After you have ruled out all of the above, the next step is to check your Standard Operating Procedures and ask the following questions:

  1. Has this person been trained over a long enough time?
  2. Are all the SOPs written out or recorded on video so they can actually “see” the different steps to success and corresponding checklists?
  3. Are both the processes and procedures clear, or are they confusing?
  4. Has anyone else tested out the SOPs to make sure they are current, as well as accurate?
  5. Is there a communication issue that could be causing all of these issues?
  6. Is it clear who the problem employee reports to, and what their complete job duties entail?
  7. Have you communicated so that this person truly understands what to do?
  8. Or, are you accidentally expecting this individual to read your mind and assume they know what you know?

Look, these questions may sound silly, but we ask them for this reason:

We don’t ever hire dumb people, do we? No, we don’t. However, when we hire talented and bright individuals to fill a role within our team, our lack of clear processes and systems can force them to fail, falter, or forget.

Once you have resolved your system’s issue, the chances are excellent that problem employees like Forgetful Fred will lose their negative nicknames. You might soon have a Faithful Fred, Kickass Kathy, or Superhero Steve.

Take the NO Fear Journey with Brian Gillis

At You Net Results, we facilitate coaching groups for auto repair shop owners. Together, we can all reach a turnaround point. You can emerge from this experience moving from a business owner to a confident business leader. Thus, you will eliminate the things that hold you back.

Are you ready? Let’s do this.

To find out more, contact us for a complimentary consultation. Brian Gillis will discuss your business strategies and find ways to improve your annual revenue and company culture.

Fail your way to success

Photo by Brett Jordan on Unsplash.

We all know that it is challenging to pick up new habits, but anything worth doing can be hard at first. You have to keep in mind that every person has their own pathway and their own method of success. However, we all have one thing in common: how difficult that changing your mindset can be. Always remember that everything is possible when you put in the work to achieve it! 

What are some of the things that you personally think about when it comes to achieving success? Is it…

  • more sales for your auto repair business?
  • increased car count, thus filling up your bays?
  • depositing more money in the bank every week?
  • additional free time to spend doing the things you love?
  • expanded customer engagement with your front counter staff?

Advice for you from famous thought leaders

Here are some helpful videos which can help you upgrade your own success habits. We collected these from some of our very favorite thought leaders:

Denzel Washington “Fall Forward”

Simon Sinek “This Will Change How You View Success”

Grant Cardone “Tips To Become Successful”

Gary Vaynerchuk “The Most Important Habit of Successful People”

You Net Results are here to help you form your own success habits

You may think that you have good luck or bad luck, but the truth is that your success will only come with the habits that you create for yourself! Remember that for a business to start, it needs both help and support from many different people. The team at You Net Results is always right here, and we are waiting to help you

We believe deeply in you, and we know that you can do this.

Sign up now and receive 16 hours of habit-forming front counter training each and every month!

You Net Results’ very first live automotive training event took place on June 23-26, 2021. Our group of auto repair shop owners, general managers, and service advisors gathered in Atlanta, GA for intensive learning experience. Let’s recap what made our first event so special!

Automotive Training Event Day One – Conference Meeting #1

After our bus arrived and we settled in at the hotel, we met for an insightful series of discussions. Brian set the table for our intense day of learning, then we reviewed the Monty Moran book “Love Is Free, Guac is Extra”. Afterward, Upswell Marketing Agency President Tim Ross discussed marketing strategies.

After lunch, YNR members circled up for roundtable discussions on both leadership and marketing. Each attendee was challenged to bring their own ideas to the table.

Finally, Jennifer Filzen of Rock Star Marketing gave an exciting presentation on how shop owners can use video marketing to leverage their brands. Once Jennifer finished her talk, we all discussed the shop tour the following day and adjourned.

Day Two – Shop Tour of Chloe’s Auto Repair

Our in-person shop tour took place at Chloe’s Auto Repair. YNR members got to see up close and personally what makes the Chloe’s team so successful. Our group saw the front of house crew in action, then moved on to observe the layout and site of the shop. Finally, they observed the rest of the shop’s employees in action.

After breaking for lunch, we held a panel for shop owners to quiz Chloe’s team about their procedures. When our group’s questions were all answered, we adjourned to rest up for the last day of the event and our most intense session.

Day Three – Conference Meeting #2

During our Saturday meeting, our group of shop owners joined in a variety of breakout activities. We started with our popular Dollar Time game, presenting our best business ideas to the group. There may or may not have been a cash prize for the shop owner who best argued for their idea.

Casual Photos

Our trip wasn’t all work, no play! We made time to relax and see the sights around Atlanta.

Want to attend our next 360 automotive training event?

Do you want to take part in our next automotive training event? Click below to buy an individual event ticket, or join our 360 Members Group so you will always have a seat to our live events!




Go for NO!

Go for NO!

Photo by Isaiah Rustad on Unsplash.

When you hear the phrase, “Go For No,” how does that make you feel?

  • Does hearing “go for no” make you uncomfortable?
  • Do you feel kind of creepy or pushy?
  • Does it trigger fear of rejection?

What if I were to tell you that the services you offer could be the answer to someone’s prayers?

What if I were to say that money and the exchange of it is a dignified conversation?

Do you suppose then that talking with clients and finding out their needs could be a good thing?

When you Go For No, you’re not pushy. 

You’re not even confrontational. Instead, going for no is a simple conversation that finds out what your clients need and don’t need. 

If you fear hearing the word “No,” I invite you to join me on a journey. Let’s examine why that word is one of the most helpful words on your path to success.

  • “No” defines boundaries.
  • The word “No” allows you to “know” your client better.
  • “No” helps you know where you stand and what needs to improve before you can get to yes.
  • “No” is “no-thing” to be afraid of in business.

That’s why we say “Go For No.”

Go for No and your automotive repair customers will eventually say YES!Our 360 Group recently met for our first in-person event in Atlanta. It was a great time, and we all learned new techniques about running our businesses better. 

Along the lines of “No,” we learned incredible things about both ourselves and our team members. 

  • We learned what we would no longer tolerate as business owners who want to grow our annual revenues. 
  • Marketing is nothing to fear. 
  • Potential clients will more often say yes to you when you communicate with them and educate them through video marketing. 
  • We discovered that going for no really means not giving up until we have found our God-given purpose.

Take the NO Fear Journey with Brian Gillis. 

At You Net Results, we offer coaching groups for auto repair shop owners and service advisors. Together along with your fellow automotive professionals, you can reach a turnaround point. Then, you will evolve from a business owner to a confident business leader, by eliminating the obstacles holding you back. 

Are you ready? Let’s do this. 

If you’d like to find out more, then contact us for a complimentary consultation. Brian Gillis will discuss your business strategies and then find ways to improve your annual revenue and company culture.

Everyone wants to increase their Auto Repair Car Count. But what about making every car count more? This supersized session from our Advisor Results Academy webinar features automotive shop owners and Service Writers just like you sharing how they get the MOST out of each automotive repair order ticket! Everyone could learn something from this video, so strap in and get ready to take some notes!

Making Every Car Count More – Tips 1-3

First, Dave mentions his shop’s VIP Cards Program. Brian then shows an example of this in action. A shop he knows sends out personalized gift cards for service to their top spenders. The customer is encouraged to give some of the cards out to friends and family, and keep one for themself. Programs like this generate return business and promote goodwill amongst your customer base.

Brian then segues to a discussion about marketing companies vs Grass Roots Referrals. He noted that, in his experience, companies who promise to hunt down customers for shops rarely help with raising car count. Instead, grass roots referrals from existing companies bring in business hand over fist.

Next, Haylee mentions how much Speed of Service makes a difference. When all of your staff are prompt and working like a well oiled machine, what happens? It establishes a sterling reputation amongst your customer base, and frees up bays for the next job on the docket. Make sure your systems allow for your team to not only do the job right, but quickly as well. If you implement this principle, don’t be shocked if your average repair order doubles!

Brandon then mentions the importance of Expanding Your Knowledge, as well as Offering More Services. When a shop is stuck in a box, only working on certain makes and models or only offering limited services, they hamstring their business potential. A repair shop in this position will never thrive, and likely will not survive long.

Tips 4-6 On How To Make Each Car Count More

Curb Appeal may not be the first factor you consider in increasing car count. Perhaps it should be, though! When people drive by your shop, what do they see? Is the parking lot full of trash? What about the landscaping? Could someone mistake your shop for being out of business, due to weeds surrounding your lot? Is your signage bright and modern, or faded and worn?

Furthermore, if the outside doesn’t scare people off, will the inside? A clean waiting room with comfortable furniture, wi-fi, and fresh, free coffee brewing are the minimums you should consider. Not to mention cleaning the bathrooms regularly! Put yourself in potential customers’ shoes. Consider all of these factors. Would you bring your car to your shop?

Nick suggests Loaner Vehicles and Shuttles. We’ve heard many customer objections to car services. Needing their car for transportation to work or school is a reason we all hear. We all know what a hassle it can be to bother friends to drive you everywhere when you are out of pocket. Investing in a few loaner vehicles, or providing a shuttle car (with your branding on them of course!) could pay for itself quickly!

Expanded Hours of Operation are a no-brainer. Think how many other enhancements link to this one. More open hours or days ensure your speed of service increases and more bays open up for other cars. This also adds convenience for customers who need repairs, but can’t fit them into their schedules.

Increasing Your Average Repair Order – Tips 7-9

Three diverse mechanics - laser focused on completing their repair jobs. Increased car count and average ticket order.Brandon continues the conversation, bringing up the importance of Community Presence and Involvement. When a repair shop organizes food drives, sponsors a little league team, or donates services to community organizations, everyone wins. Your automotive business should make an effort to be a valued part of your community. This is how you earn trust.

Brian contributes an example of how one of his former shops did this. His plaque denotes the shop’s work with their local Partners for Education, auctioning off their services to help out. Other owners and service advisors discuss how their own community involvement programs help car count.

Aaron stresses the importance of Having All The Tools You Need On Hand. You can’t offer Speed of Service if you don’t have all of the tools on hand to do the job right. Not to mention, you should invest in top quality gear. Remember, you get what you pay for!

Haylee hits a home run with her next tip. Callbacks and Collecting Customer Info are crucial to boosting car count. By the nature of our business, we must collect phone numbers. Having email addresses helps so much as well. Periodic email blasts are cheap ways to let customers know about specials you’re offering. Even if your client can’t pick up the phone, leaving them a voicemail is a huge opportunity to let them know you’re concerned about their vehicle’s health.

Tips 10-12 For Making More Money From Each Auto Repair

Dave feels that taking on Fleet Accounts is the best car count booster, bar none. You a company a discount on parts and services. Since you will now be servicing guaranteed multiple vehicles, you will make up for that margin quickly.

What about Outside Sales and Networking? Send out some of your service advisors to local businesses. They can let other business owners know about your services. This is a great way for you to score the fleet accounts Dave mentioned.

Finally, we discuss three methods to make each car count more. Offering Vehicle Customizing Work (Jeep Ducking), using Direct Mail Marketing services, and writing customers Personalized Notes all can boost your numbers.

Learn More – Get Your FREE Strategy Session

Interested in making every car count more in your shop? Why not schedule a FREE business strategy session with Brian? You’ve got nothing to lose, so sign up today!

 

 

Strategy session - drawing up business tactics for auto repair

Are you feeling crushed under the weight of running your business? You’re not alone. Many auto repair Owners and General Managers wonder why running their businesses is so hard. But not all of them. What strategy is in play to create their success?

Strategy – Big Picture Planning

We often hear the mantra, “Work Smarter Not Harder.” What does that mean? Let’s talk about Strategy versus Tactics for a bit. Understanding the difference between them is critical to your business’s success.

Strategy is looking at the big picture planning you need to do before diving into the tactics. If your spouse wants you to build her dream house, you don’t just run to Home Depot and purchase a pile of bricks. If you HAD a pile of bricks laying around in the backyard, would you then start laying them out? No. You would end up with a disappointing mess, as well as an unhappy spouse. Not good.

When you want to build your dream house, there are specific steps you need to take before beginning the build process. First, you need to purchase the land and survey the land. Next, you will meet with an architect and draw out the plans. Then, meet with the builders, acquire the permits, and make sure there is money in the bank to pay for it all. That’s called strategy.

Tactics – Laying the Foundation

After all that, THEN you can begin laying the foundation. You’ll be counting the number of bricks you’ll need, setting up the framing, installing the infrastructure, hiring the electrician, and so on. That’s tactics.

If you try building that dream home without strategy or tactics, you’re screwed. It doesn’t matter how good the architect and builder are. Without strategy and tactics, you get stuck with analysis paralysis! You wonder why that dang house has become such a money pit.

How Do Strategy and Tactics Apply to Your Auto Repair Business? 

Everyone needs a strategy, from your technicians to you, the owner and managerWell, if you want to build your ideal company, then you need to put together your strategy. Once your business plan and marketing strategies are mapped out, you need to employ the tactics that will get you there.

Fortunately, You Net Results has the experience to walk you through both the strategy and tactics you’ll need to get your business to the next million dollars in annual revenue. It’s not an overnight project. It takes a lot of work. However, it’s a solid plan that will help you reach your goals, as long as you implement and take action.

At You Net Results, we facilitate coaching groups for auto repair shop owners. Together, we  can all reach a turnaround point. You will emerge from the experience of moving from a business owner to a confident business leader. Thus, you will eliminate the obstacles that hold you back. 

Are you ready? Let’s do this. 

To find out more, contact us for a complimentary consultation. Brian Gillis will discuss your business strategies and find ways to improve your annual revenue and company culture.

Here’s a clip from our Advisor Results Academy meeting, where we talk about Auto Repair Financing. First, Brian and the service writers on the call touch on the importance of financial assistance. We discuss comparing ourselves to other auto shops in our area. While we may charge more for labor, do our customers get what they pay for? Do your competition offer shuttle service? How about preventive maintenance inspections, and other perks to ensure customers return?

Why are auto repair financing options important?

If not for the repair shop offering financing, this customer couldn't have gotten necessary repairs!

If not for the repair shop offering financing, this customer couldn’t have gotten necessary repairs!

Finally, we transition to our main topic, another key feature all automotive shops should offer. Financing is so important for many customers.

Having a reliable vehicle is a basic need for most people, since they need a safe commute to work. Most of our customers are hard working, honest people who hold down full time jobs. However, they have fallen on hard times or have bad credit. That is no reason to punish them further! Affordable financing could determine whether or not they opt in for necessary repairs. As an auto repair shop owner, you must offer a financing option for these customers.

As the video concludes, service advisors discuss the financing companies their shops work with, in order to add needed flexibility to customers. They also add dollars to their bottom lines. Services such as SNAP, Car Care One, and Easy Pay are all discussed.

Does your automotive repair shop offer customers financing options? It could make the difference on selling auto repair jobs that you might not otherwise! Survey the other automotive shops in your area and see what they’re doing right or wrong. It may make a huge improvement to your own shop’s financial health!

Get in on the discussion – join one of our Tuesday calls for free!

Why not sign up to join a FREE live Zoom meeting with Brian and your fellow shop owners? You’ve got nothing to lose, so sign up today!

Your people are the lifeblood of your auto repair shop. They're not stupid!If you are looking to expand your team and grow your business, you must put your systems and processes in place, so new hires can learn them. Otherwise, you’re in for a surprise with people winning stupid prizes by playing stupid people games.

What?! Yes, that’s right. Let me explain.

How many times have you hired someone who you thought was a promising candidate? Someone who interviewed well, passed your criteria, and looked like a winner on paper. Then, you hired that individual and found later that they were poor performers. Or worse, you thought they were just plain stupid.

Do you really think they were stupid? Seriously, after all that vetting, do you think you hired someone dumb? I would argue that you didn’t hire a foolish person. Instead, you had non-existent or poorly defined systems and procedures in place — if there was any documentation at all — and that “stupid” person was thrown into the fire with no procedural support system. 

After all, we don’t hire dumb folks. Instead, we have lacking systems and processes that make them look stupid and force them to underperform. 

In short, it’s not their fault. It’s ours. We failed them because no one is inherently stupid. But too many business owners don’t recognize this, and they continue pretending. They’re winning stupid prizes by playing stupid people games. Here’s what I’m talking about:

Nicole Mason on Unsplash

Stupid people…or stupid business practices?

I was talking with a shop owner recently. During the course of our conversation, he told me everyone he hired was stupid, and they never did what he told them to do. I asked him who hired them? There was silence on the phone. Was it the owner or the people? What prize do you think he won?

Quite frankly, it’s a stupid way to run a business.

Let’s rid ourselves of this “stupid” label and take a different approach.

If you were to build a house and laid the foundation before meeting with the architect, you have on your hands a failed and expensive home-building process. Your systems and processes dictate your success, and we have seen too many small business owners jump into action without having a solid plan called systems and processes in place. That is why Standard Operating Procedures or SOPs are critical to the success of any business.

McDonald’s and other major fast-food chains have learned how to streamline SOPs in such a way that the average 16-year-old high school student can train in one or two days and become highly productive within their first week of employment. 

So here’s the question: What is preventing you from hiring intelligent and talented people who prove to you over time that they are worthy? What’s stopping your new hires from reaching success is your lack of Standard Operating Procedures guiding them steadily toward that success.

Let us help you solve your systems problems!

If you are genuinely searching for a streamlined system that will help your employees win, your business grow, and will lower your stress level, and you need to adapt well-thought-out systems and processes. When you work with You Net Results, we will take you through proven systems and techniques that will help your business grow. Our strategies help shop owners reach their next million dollars in revenue and help their company culture thrive as well.

Who do you know that could benefit from well-documented, seamless systems and processes? If you know anyone who could benefit, including yourself, please schedule a consultation with You Net Results. After all, great intentions don’t pay the bills. If you are willing to invest in yourself and your team, you are on the right track in avoiding stupid people games that waste your time and money.

At You Net Results, we dedicate many training hours to business systems. Our classes and coaching sessions address how to reduce mistakes and prevent lost details. To find out more, contact us for a complimentary consultation. Brian Gillis will discuss your business strategies and find ways to improve your annual revenue and company culture.

Brian recently appeared on Remarkable Results Radio to discuss his involvement in the group CAMP (Coalition of Automotive Management Professionals).

Key Talking Points

  • CAMP- Coalition of Automotive Management Professionals started with a brainstorm 2 years ago – a casual get together with trainers at Vision 2019
  • Shops should spend time with like-minded people, peer network with each other- coaches need the same
  • As of March 2021 – Legal entity
  • Group of like-minded individuals that want to move the industry forward- find the shops that need help and make sure they receive help
  • Keep the consistency of message in the industry
  • Business coaches also need to be adapting and improving

Important takeaways

  • Multi-shop ownership vs single shop ownership – you don’t need multiple shops to be successful to stay relevant or a victim of consolidation
  • Have a life outside of the business
  • Average of 5 bay shop- missing between $25-30,000K net profit per bay per year
  • Having a coach doesn’t mean you’re out of the business- owners want to be able to enjoy working on their business and still being a part of it
  • Why are we afraid to help others? There is no secret, it’s time to help people move forward

Are you an automotive repair shop owner who is completely lost? Need help organizing your workflow and writing systems to guide your staff? You Net Results has the tool for you to write your own auto repair business systems – Action Flow Charts! This is a series of over 50 templates and documents that will help you, your technicians, your service advisors, and your customers, get the the best experience from your repair shop.

In this video, some of our members discuss how You Net Results’ coaching has benefited them. They then share their initial thoughts after taking time to review our new Action Flow Charts.

Shop Owners Tell Their Stories – Auto Repair Business Systems Testimonials

Auto Repair Team celebrating success

Auto Repair Team celebrating success

Joe Evans begins the discussion by reviewing many of the skills his team has learned from Brian’s coaching methods. He notes all of the useful documents in the Action Flow Charts folder, which correspond to those skills. The sheer volume of useful information is impressive.

Afterward, other shop owners talk about how easy the documents are to access anywhere online via Dropbox. The customizable templates are easy to use, so repair shops can continue growing their bottom line. Instantly, shop owners and managers see the possibilities, both in the pre-written flow charts, and the templates, which enable owners to come up with their own systems. From hiring and recruiting to service advisor training, it’s all there.

Many shop owners are not tech savvy, nor do they have much time to sit down and figure out complex solutions. However, Action Flow Charts are designed to be easy to use for anyone in the industry, regardless of computer knowledge.

Are Action Flow Charts for you?

Not sure? Watch the video above and hear from our satisfied customers. These downloadable SOP templates and documents have revolutionized their shops! We will make a believer out of you! Sign up today.